Job Title : Chief Manager : Customer Support

Department : Customer Support Inbound (Call Centre )

Location : Mumbai -Vashi

Reports to : VP Customer Support

No of Reportees : 4/5 Support TLs

Roles & Responsibilities:

1.Responsible for Manpower planning, manpower hiring forecast & hiring delivery basis on business requirement . Experience on scheduling toll will be added advantage .

2. Responsible for manpower scheduling & real time delivery of the process .

3. Responsible for supporting Service & Sales related MIS & Analytic .

4. Responsible for training Team New Hire Training & Refresher training for the process .

5. Responsible for Service Quality Monitoring – Transactional monitoring for Voice Call , emails & CHAT .

6. Knowledge on Dialer operation related activity & governance model to Support Sales & Service function to optimize deliverables .

7. Knowledge on ISO audit will be added advantage .

8. Responsible to highlighting abnormalities & fix the issues with collaboration .

9. Establish work procedures and processes that support company and departmental standards and strategic directives.

10. Continuously engage with Operation & other functions in the Organization to improve processes by eliminating gaps for better service delivery and an inclusive culture for the Call Center Team .

The job involves –

1. Supporting the daily operation of the call center to ensure KPI’s are met and maintained in line with company defined objectives.

2. Assisting in the development and implementation of projects to improve performance against targets.

3. Clearly define responsibilities for all levels and develop key performance indicators/goals to ensure effective and efficient operation of the call center Role & Responsibilities.

4. Assist the Process Head in ensuring that a healthy, performance oriented and positive culture prevails in the Call Center

5. Budgetary management.

6. Initiating and supporting all Service enhancement initiatives across the Org

Education Requirements/ Skills

1. Any full time Graduate / MBA

2. 10+ years of business experience in call center or like environment. Preferred 4+ year demonstrated leadership experience. Must have experience managing a stressful and ever changing environment.

3. Knowledge of CRM, dialer , Database , Dialer functionality & Analytics tool .

4. excellent Presentation preparation skill is mandatory

5. Communicates clearly in verbal and written formats